## **Overview**

When an account is transferred or a white-labeled domain is updated, existing user sessions and permissions can break. This article explains what is known about the **Invitation Required** screen and what to do if you or your team members lose access to your white-labeled portal after an account transfer.

## **Why You May See an 'Invitation Required' Screen**

The **Invitation Required** screen can appear when a user attempts to access a white-labeled portal but does not have active access to that workspace. This may be related to changes made during an account transfer, such as domain updates or permission resets. The exact cause can vary depending on how the transfer was handled.

## **Steps to Restore Access**

As the admin of the white-labeled portal, you can attempt the following self-serve steps to restore access for affected users:

1. **Log in to your Search Atlas account** as the current account owner or admin.
2. **Navigate to your white-label settings** by clicking the apps-grid icon in the header, then selecting More Features → Agency Hub (Set up your Agency's White Label).
3. **Locate the affected user(s)** under the team members or user management area of the portal settings.
4. **Remove and re-invite the affected user(s):** If a user's access appears broken or they are stuck on the **Invitation Required** screen, remove them from the portal and send a fresh invitation using their email address. Ask the user to check their spam or junk folder if the invitation email does not arrive in their inbox.
5. **Confirm the correct domain is set:** If the portal domain was updated as part of the account transfer, verify that the white-label domain in your settings matches the URL your users are attempting to access. A mismatch between the saved domain and the actual URL can trigger access errors.
6. **Have the user accept the new invitation** by clicking the link in the invitation email, then ask them to log in fresh rather than using a saved bookmark or cached session.

## **What to Have Ready Before Contacting Support**

If the steps above do not resolve the issue, please have the following information ready when you reach out:

- The name of the affected white-labeled portal or domain.
- The email address(es) of any users who have lost access.
- A description of when the issue started (e.g., immediately after the account transfer).
- Any error messages you are seeing, including the exact text of the **Invitation Required** screen.
- The name of the previous account holder, if the transfer was between different users.

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.